Setup a simple "when priority is updated from any to high/urgent, then send email"
Updating the incident priority has no effect, I must be missing something, any ideas ?
Thanks in advance
This should work as expected, just make sure the Event is set for "Ticket is updated". Please feel free to reach out to support if you still need assistance over this.
This issue was found to be that even though the automator was set to allow execution by any agent, it was not fired as I was also the requester. (testing).